Delivery Policy
Due to a particularly busy period, current delivery times are up to 10 days. We apologise for any inconvenience and appreciate your patience.
We aim to deliver all orders within five working days however this will be extended during busy periods. In-house deliveries service will be organised with you directly. Please note we only offer delivery to the UK.
- Parcels are shipped tracked via APC
- Pallets are shipped by UPN
Once your order is dispatched from our warehouse you will be sent a dispatch notification with an expected delivery date. Please make sure that someone is in to receive the order or add alternative instructions/ safe place information to the delivery section when ordering.
Palletised deliveries are made on a 120cm x 120cm pallet that the driver will not take away. Prior to despatch you will receive an email from us to confirm the delivery date and further details regarding your delivery. Please read carefully and reply with any special requirements and we will do our best to accommodate where possible.
If you require an estimated pallet delivery time, please contact our office on 01694 771800 after 9:30 am on the morning of the delivery. Once the delivery date has been confirmed we are unable to change it so please ensure you will be available to take receipt of your parcel, or inform us of a safe place to leave it.
Inspecting goods
Once a delivery has been made, please inspect the goods for any damage to the packaging or item. Although we hope your orders always arrive undamaged, please check before you sign the proof of delivery so we can help you with any immediate issues.
Outside of the Mainland UK
If you are interested in having a product delivered outside of mainland UK, please contact our sales team via email or phone. We will do our best to accommodate your needs and get shipping quotes.
Please note: Any applicable duty and local taxes are not included in the quote and will be the customer’s responsibility upon receipt.
Returns policy
All of our products are inspected on dispatch and carefully packaged by one of our warehouse specialists. However, in the unfortunate event that a parcel is damaged in transit, please ensure you inspect your delivery on arrival. This will allow us to assist you with any immediate issues.
We hope you love your order, but if there are any issues, we operate a 14-day returns policy. Once an order has been received, you have 14 days to notify us about a return so we can arrange the collection of the parcel.
If the product is faulty or not as described, you will have 30 days to return the order to us.
Customers are responsible for covering the cost of returns. The postage fee will be deducted from the total refund. Once you have packaged your order, contact our customer team at support@kadai.com or 01694771800. We will then notify our warehouse and send you the correct return details.
Please note: It is your responsibility to take care of the products and ensure they are packaged and returned to us safely and in saleable condition.
Please note: We can only accept returns of bespoke products if the item is faulty.
Refunds
Once our warehouse receives a return and inspects the goods, a refund will be processed. If the products are damaged, further discussion will be required.
You will receive an email notification that the refund is underway. A full or partial refund will be made to the original payment method for the order. A refund can take up to 14 days to appear in your bank once it has been issued.
Cancellations
An order can only be cancelled within the first 24 hours of purchase. Once the order has left our warehouse, cancellation is no longer possible. For any assistance with cancellation, please contact our customer team at 01694771800.
Warranty policy
At Kadai Ltd., we are committed to ensuring customer satisfaction and stand by the quality of our products. All Kadai fire bowls are covered by our warranty policy, provided they are registered online. This policy outlines the warranty terms, conditions, and processes for redeeming your warranty.
Warranty Coverage
The Kadai warranty applies to the fire bowls only and does not cover stands, grills, or accessories. Coverage details are as follows:
- Registered Warranties: Recycled Kadai, Wilstone Kadai, Tula, Travel. Registered warranties are valid for up to 5 years from the date of purchase. If your registered fire bowl becomes damaged or unusable due to a manufacturing defect within this period, it will be replaced with the same size and style as originally purchased.
- Unregistered Warranties: All Kadai fire bowls come with a standard 1-year warranty from the date of purchase. To extend this to 5 years, you MUST register your product online within 30 days of the purchase.
- Warranty Exclusions: The warranty will be deemed invalid in the following circumstances:
Accidental or consequential damages
The warranty will be deemed invalid in the following circumstances:
- Damage resulting from improper use or failure to follow the Care and Use instructions.
- General wear and tear, such as rust, scratches, dents, or minor cosmetic imperfections that do not affect functionality.
- Damage caused by exposure to extreme weather without proper care or maintenance.
Kadai Ltd. reserved the right to deem warranty’s invalid, if these conditions occur.
Care and Use Requirements
To ensure the longevity of your Kadai fire bowl and maintain the validity of your warranty, the following care steps must be followed:
- Use Kadai Beads in the base for proper heat distribution and protection. Beads should be replaced periodically as outlined in the Care and Use instructions.
- Regularly treat the bowl with vegetable oil or Owatrol to protect it from corrosion.
- Remove excess oxidation with wire wool.
- Cover the fire bowl or store it in a sheltered location during adverse weather, especially in winter.
Refer to our Care and Use Instructions for more details. Failure to properly care for a Kadai fire bowl will result in any registered warranty being deemed invalid.
Proof of Purchase
To redeem your warranty, you must provide proof of purchase. This can be done by:
- Submitting an image of your purchase receipt during warranty registration.
- Providing details of your purchase, such as the retailer, purchase date, and order number, if applicable.
- If you purchased your fire bowl from a stockist, proof of purchase will be required to process your warranty claim.
How to Register Your Warranty
- Visit our Warranty Registration Page.
- Complete the online form with the required details:
- Name and email address.
- Model and size of the fire bowl.
- Date and location of purchase.
- Upload your proof of purchase (e.g., receipt) and submit the form.
You will receive a confirmation email acknowledging your registration. Keep this email as proof of warranty.
How to Redeem Your Warranty
If you wish to make a warranty claim, follow these steps:
- Contact Us: Email us at support@kadai.com with the subject line "Warranty Claim."
- Provide Required Information: Photos of your Kadai’s current condition. A clear image of the "Kadai" logo (for Recycled and Wilstone Kadai models). Proof of purchase, including your name, order number, and purchase date.
- Our team will assess your claim to ensure it meets the warranty terms. If approved, a replacement fire bowl will be dispatched. You will be notified of the delivery date.
Warranty Package
Please Note: The warranty covers only the fire bowl and excludes stands, grills, accessories, and damage from improper use or lack of maintenance.
Delivery Costs
If a manufacturing defect is identified, the cost of replacing your fire bowl will be covered by Kadai, including delivery charges.
For other claims outside of manufacturing defects, delivery costs may apply. These will be communicated during the warranty process.
For Products Purchased from Stockists
If your fire bowl was purchased from a stockist:
- Faults occurring within one year of purchase should be reported to the stockist for a replacement or refund.
- After one year, please contact Kadai customer service directly for warranty claims.
FAQ's
What if I did not register my warranty?
If you did not register your warranty, only the standard 1-year warranty applies. To claim within this period, you must provide proof of purchase and photos of the fire bowl's current condition.
What if my warranty has expired?
If your warranty period has expired, you may be eligible for a subsidised replacement. Contact us at support@kadai.com for more information.
What does the warranty cover?
The warranty covers structural damage or manufacturing defects that render the fire bowl unusable. It does not cover accessories, stands, grills, or cosmetic issues like rust or dents.
Important Notes
The warranty is non-transferable and applies only to the original purchaser.
Replacement products issued under the warranty must be re-registered to receive further coverage.
Kadai Ltd. reserves the right to reject claims that do not comply with the stated terms and conditions.
Contact Us
For any warranty-related queries or claims, please contact:
Email: support@kadai.com
Phone: 01694 771800
Address: Home Farm, Leebotwood, Church Stretton, Shropshire, SY6 6LX
Privacy policy
This privacy policy applies between you, the user of this website, and Kadai Ltd, the owner and provider of this website. It governs the privacy of its users and sets out the obligations and requirements of the users, the website, and the website owner. The policy applies to our use of all data collected by us or provided by you about your use of the website.
Your Consent
By using our website and providing your personal information, you consent to collecting, using, and disclosing your information as described in this Privacy Policy. If you disagree with this policy, please do not provide us with your details.
Changes to this Policy
We reserve the right to change this Privacy Policy as necessary and without prior notice. Any changes will be posted on this website, and your continued use of the website following the alterations constitutes acceptance of the updated policy.
Internet Security
While we take appropriate measures to secure your personal information, we cannot guarantee the absolute security of data transmitted over the Internet. By using our website, you acknowledge and accept this risk.
Data Protection Legislation
We comply with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) legislation regarding personal data collection, use, and retention.
Information Collection
When you make a purchase on our website, we collect certain personal information such as your name, email address, billing address, and delivery details. All information is securely stored and treated as confidential. We may also use reputable third-party banking institutions to process transactions securely.
How We Use Your Information
We use your information to fulfil orders, provide customer support, and communicate with you about products, services, and promotions. We may also use your information for research purposes with your consent.
If you wish to stop receiving marketing communications, you can do so at any time by contacting us via email or phone.
Third-Party Services
We may engage third-party service providers to assist with website operations. These providers have access to personal data only as necessary to perform their functions and are obligated to maintain the confidentiality and security of your information.
Links to Other Websites
Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these websites. We encourage you to read the privacy policies of any linked sites before providing any personal information.
Cookies
Our website uses cookies to enhance user experience and track website usage. You can control cookies through your browser settings, but please note that disabling cookies may affect certain site functionalities. We do not store personal or financial information in cookies.
Contact Us
If you have any questions about this Privacy Policy or wish to access or update your personal information, please contact us at support@kadai.com.
Terms & Conditions
Introduction
Welcome to our website www.kadai.co.uk / www.kadai.com. By accessing and using this website, you agree to comply with these Terms and Conditions. Please read them carefully before placing an order. If you do not agree to these terms, you should stop using the website. Should you have any questions, please contact us at:
- Telephone: 01694 771800 (Monday–Friday, 9 am–5 pm)
- Email: support@kadai.com
These Terms and Conditions, along with our Privacy Policy and Cookie Policy, govern your use of our website and any purchases you make from Kadai Ltd.
Company Information
Kadai Ltd. is a company registered in England and Wales under company number 07569225.
- Registered Office: Wilstone House, Nr Cardington, Church Stretton, Shropshire SY6 7HW
- Trading Address: Home Farm, Leebotwood, Church Stretton, Shropshire, SY6 6LX
- Email: support@kadai.com
- Telephone: 01694 771800
Definitions
In these Terms and Conditions:
- "We", "Us", "Our": Refers to Kadai Ltd.
- "You", "Your": Refers to the customer or user of the website.
- "Goods": Refers to the products advertised for sale on our website.
- "Order": Refers to the customer's request to purchase goods through the website.
- "Website": Refers to www.kadai.co.uk or www.kadai.com
Goods
Product Descriptions
Goods are described on our website, in our catalogue, or promotional materials. Images are for illustrative purposes only, and variations in size, colour, and patina may occur due to the nature of our products.
If goods are made to your specification or personalised, you are responsible for providing accurate information. Customised goods cannot be returned unless faulty.
Availability: All goods are subject to availability. If we are unable to supply your order, we will inform you promptly and offer an alternative or a refund
Compliance: We may modify goods to meet legal or safety requirements and will notify you of significant changes.
Placing an Order
Order Process: Orders must be placed via our website following the step-by-step process outlined. It is your responsibility to check that your order details are accurate before submission.
By placing an order, you agree to these Terms and Conditions.
Order Confirmation: A binding contract is formed only when you receive an order confirmation email from us.
Errors: If an error occurs in your order, contact us immediately. We are not liable for errors resulting from incorrect information provided by you.
Pricing and Payment
Pricing: Prices include VAT unless stated otherwise. Delivery charges are calculated at checkout and displayed before payment.
Payment Methods: Payments can be made using credit or debit cards through Opayo. Payment must be completed at the time of order.
Price Changes: We reserve the right to update prices without notice, but the price displayed at the time of order submission will apply.
Delivery
Please refer to our Delivery Policy for full details on delivery charges, timescales, and conditions.
Returns and Cancellations
Cancellation Rights: Under the Consumer Contracts Regulations 2015, you have the right to cancel your order within 14 days of receiving the goods.
To cancel, notify us via email at support@kadai.com or by calling 01694 771800. Provide your name, order number, and details of the items you wish to return.
Returning Goods: Returned goods must be in their original packaging and condition. Customers are responsible for return postage costs unless the goods are faulty.
Refunds will be processed within 14 working days of receiving the returned items and will be issued via the original payment method. Please see our return policy for more information. Please refer to our Refund Policy for full details
Faulty or Incorrect Goods: If you receive faulty or incorrect goods, notify us within 30 days. We will arrange a replacement or full refund, including delivery and return postage costs.
Exclusions: Customised or personalised goods cannot be returned unless faulty.
Warranty
To activate your warranty, register your product within 30 days of purchase. Please refer to our Warranty Policy for full details.
Intellectual Property
All website content, including text, images, and code, is the property of Kadai Ltd. or its licensors and is protected by copyright and intellectual property laws.
You may not reproduce, modify, or distribute any content without prior written permission from Kadai Ltd.
User Conduct
You agree not to:
- Use the website for illegal or harmful purposes.
- Attempt to interfere with the website's functionality or security.
- Upload viruses or malicious code.
We reserve the right to suspend or terminate your access to the website for violations.
Third-Party Links
Our website may contain links to external websites. We are not responsible for the content or practices of these websites. Use them at your own risk.
Cookies and Privacy
Cookies: Our website uses cookies to improve functionality and provide a better user experience. For details, see our Cookie Policy.
Privacy: All personal data is handled in accordance with our Privacy Policy.
Amendments
We reserve the right to modify these Terms and Conditions at any time. Changes will be published on our website, and continued use constitutes acceptance of the updated terms.
Governing Law and Jurisdiction
- These Terms and Conditions are governed by the laws of England and Wales.
- Any disputes shall be resolved in the courts of England and Wales, unless you reside in Scotland or Northern Ireland, where local jurisdiction applies.
